Cybersecurity Support Specialist, Palo Alto Networks
hace 2 días
Company Overview
Palo Alto Networks is a cybersecurity leader that protects our digital way of life. We have a vision of a world where each day is safer and more secure than the one before.
We're changing the nature of work through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks.
Your Career
You'll work with our valued customers to address their complex post-sales concerns. You'll analyze situations or data, evaluate many factors, and provide technical assistance as needed.
As a critical thinker, you'll understand methods, techniques, and evaluation criteria for obtaining results. You'll network with key contacts, detail difficult technical issues, and participate in technical discussions with multi-functional teams.
Your Impact
- Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
- Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
- Work to reproduce customer issues and qualify critical issues
- Publish Technical Support Bulletins and other user documentation in the Knowledge Base
- Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
- Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
- Provide on-call support 24x7 on an as needed basis
- Travel may be required to customer sites in the event of a critical situation to expedite resolution
Qualifications
Your Experience
- Required experience with TCP/IP
- Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols
- In-depth experience in routing and switching (OSPF, BGP, VLAN, STP)
- Experience with security (IPSEC, SSL-VPN, NAT, GRE)
- Prior experience in similar vendor Technical Support Centers
- Experience with Authentication Protocols a plus (Radius / TACACS)
- Excellent written and verbal communication skills
- Experience with Cisco, Checkpoint, Juniper (NetScreen), Fortinet products a plus
Estimated Salary: $120,000 - $180,000 per year
Location: Remote or On-Site at Palo Alto Networks offices
About Us
Palo Alto Networks is a trailblazer that dreams big, takes risks, and challenges cybersecurity's status quo. We believe that diverse teams innovating together are essential to accomplishing our mission.
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